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39 questions from our users

Marc C.

Marc C.asked

Corona 19. Will rspca pet insurance be helping people affected by the current global pandemic and losing jobs to keep cover or defer premiums?

1 answer
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Marc,
Thank you for reaching out, we appreciate the concerns you have raised. If you would you like to discuss your policy, and any financial hardships which you may be experiencing, please reach out to us via email to rspca@petsure.com.au
Alternatively, if you would like to provide your full name and policy details, I can arrange for one of our team members to reach out and discuss your policy with you.
Kind regards,
Alisa

Teresa

Teresaasked

Ultimate Accident & Illness Cover

I've had ultimate accident and illness cover since my dog was a puppy and have never made a claim he is now 2 yrs old and he has started to have a hacking cough every couple of hours he is up to date with all his needles and tablets my question is if it is kennel cough or similar is he covered by his pet insurance

1 answer
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Teresa,
Thank you for reaching out with your query. Vet expenses attributable to or resulting from treatment of the following irrespective of whether your dog was vaccinated or not; including infectious canine hepatitis (canine adenovirus), parvovirus, canine distemper, parainfluenza, canine influenza and all forms of kennel cough are not covered under your policy. However, if you would like to discuss this further with our team please send us a private message noting your policy details
Kind regards,
Alisa

Leedy

Leedyasked

Can you claim preventative medication eg flea,tick,worm tablets if they are ordered on line and not brought at the vets? Thanks

3 answers
fletch
fletch

I dont think they would reimburse you as this is a preventative action not carried out by a Vet. you could post the question to them on the site to get clarification.

mrbbear81
mrbbear81

Not on normal cover. There is an option to pay a few extra dollars a week to the premium to get preventive things done through a registered vet

RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Leedy,
You can choose to add our optional Routine Care Cover to either the RSPCA Ultimate or RSPCA Ultimate Plus Cover, and claim for benefits such as; Heartworm test or blood screen - $15 a year, FeLV/FIV test or urinalysis - $15 a year. Plus, a $50 annual benefit for any one of these routine treatments: De-sexing and Micro-chipping, Heartworm preventative medication, Teeth cleaning, Vaccinations, Council registration fees, Prescription diets or Alternative therapies. When you submit a claim, we do require the consultation notes of your vet visit and the itemised invoice. If you would like to discuss this further, please send me a private message noting your contact details.
Kind regards,
Jessica

Cat

Catasked

I currently have pet insurance with another company that I am dissatisfied with. We have served the waiting period for that company and are almost at the end of our first year of insurance, which is now up for renewal. If we move and take out insurance with RSPCA, will we still need to serve a 30 day waiting period?

1 answer
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Cat,
Thank you for reaching out. RSPCA Pet Insurance has the following waiting periods when taking out a new policy:
No waiting period for accidental injuries, 30 days for Illnesses and 6 months for cruciate ligament conditions. The waiting period for cruiciate ligament conditions may be waived on application refer to the relevant Policy Booklet for more information.
If you would like to discuss this further, please respond to my private message with your name and contact details and I will arrange for one of our team members to contact you.
Kind regards,
Alisa

Helen B.

Helen B.asked

Economy Accident & Illness Cover

Hello, my 3 year old dog is going to the vets for x-rays next week to see if she has hip dysplasia. (showing symptoms) Will she be covered if the vet advised a hip replacement?
many thanks.

3 answers
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Helen,
Thank you for taking the time to reach out to us with your query and I hope that your pet is doing well. I would like to arrange for one of our team to contact you to discuss this directly to confirm policy specifics. I have sent you a private message to obtain further information.
Kind regards,
Jessica

RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Helen,
Thank you for providing us with your details. I understand that a member of our team has been in contact and assisted with your query. If you have any further questions, please do not hesitate to contact us.
Kind regards,
Jessica

Helen B.
Helen B.

Hi, Jessica
Yes, thank you for your quick response and from your team. You all have been very helpful in my inquiry
Kind regards :)

Anne_B

Anne_Basked

Why does RSPCA pet insurance require all medical notes in order to assess claims? This isnt Necessary for human health insurance where an itemised bill is adequate.
Is this documentation being utilised to assess risk and increase premiums as the pet ages?

2 answers
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Anne_B,
Thank you for reaching out to us with your query. When submitting your first claim, we require your pets full vet history to assist in understanding aspects of your claim to ensure it is processed correctly and fairly.
Kind regards,
Jessica

Mel
Mel

They employ teams of people to reject claims and require medical history to find an out clause that most of us don't realise are in our policies, even vets agree that these policies are a rip off.

Jenny R.

Jenny R.asked

do you cover ultasounds for pregant dogs ?

2 answers
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Jenny,
Thank you for reaching out to us with your query. We have certain terms, conditions, exclusions and limitations that help keep premiums low. These include, but are not limited to, conditions such as pregnancy, elective procedures, pet foods/diets, grooming and medical conditions that are present or that you were aware of (or that a reasonable person in your circumstances should have been aware of) prior to the policy commencement date or that arise during the applicable waiting period.
Kind regards,
Jessica

L H.
L H.

Any pre existing conditions will be declined for the life of your pet. The policy definition is lengthy.

Pre-existing Condition means any Condition(s) or symptoms or signs of that Condition occurring or existing in any form prior to the Commencement Date or during any applicable Waiting Period. Including but not limited to:
any cruciate ligament Condition; a Recurring Condition; any Skin Condition (as defined); latent infectious Conditions thatmanifest within a known incubation period indicating clear evidence that the Condition had existed prior to theCommencement Date; any Condition in remission at the time of the insurance application;
any seasonal Condition; Conditions currently or previously being controlled by medication(s); or and whether or not diagnosed or treated by a Vet. (If your Pet has a Pre-existing Condition, please also refer to definitions for a Related Condition and a Bilateral Condition).

Tarni.G

Tarni.Gasked

Do I have to pay for vaccines then make a claim

2 answers
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Tarni,
Thank you for your question. When submitting a claim, you are required to include a copy of both the itemised invoice and the consultation notes from your vet visit. As an itemised invoice is required, you would need to pay for the treatment prior to submitting your claim.
Kind regards,
Jessica

L H.
L H.

The way it works in practice is that you pay the vet, submit a claim online to RSPCA, they send you a letter in the post and ask you to provide the vet notes, or that the claim has been declined which frequently happens. You then ask ask your vet to send the vet records to rspca and then after a while you either receive a refund which is often less that you expect of the claim is declined which happens often. Example, of declining claims, my dog had a sore ear 7 years ago and just before he was insured, 7 years later a claim for an ear infection was declined because it was a 'pre existing condition'. My dogs got kennel cough even after vaccination, that is not covered. Lots of things not covered, beware. And processing claims is very slow and laborious and premiums are stepped which means they increase ever year. Cancelling is another problem, if you pay monthly and make a claim, and then want to cancel rspca insurance will tell you you have to keep paying for the entire year even if you want to cancel. This can amount to hundreds of dollars depending on your premiums. Think again before signing up for rspca pet insurance, or probably any others.

Meesh S.

Meesh S.asked

Before I choose RSPCA injury and illness pet insurance cover, I’m wondering if it will cover consultations and treatment due to a yeast infection in his ear/s?? as he’s prone to them and so is his breed.
Kind regards,
Micha & Rocky

4 answers
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Micha & Rocky,
Thank you for reaching out to us with your query. The intention of RSPCA Pet Insurance is to help Cover unforeseen Vet Expenses associated with Pet ownership. However not all expenses are covered. If your pet has experienced yeast infections of the ears prior to the Commencement Date or during any applicable Waiting Period, it may be considered a Pre-existing Condition. Further information is available in our Product Disclosure Statement; https://www.rspcapetinsurance.org.au/RSPCA/media/Documents/rspca-policy-booklet.pdf or alternatively, I can arrange for a team member to contact you. If you would like a call, please send me a private message with your contact details.
Kind regards,
Jessica

L H.
L H.

If the pet had anything on the pet record before insured it will be recorded as a pre existing condition for the life of your pet and claims will be declined. There is a process to request removal of pre existing conditions from the insurance but your guess on how likely that is is as good as any.

really consider going ahead with RSPCA I would shop around.

Sue Cooper

Sue Cooperasked

Hi team
I changed from my previous insurance company who I had been with for over 8 years (with very few claims) as I was unhappy with the changes in my policy and had read so many good reviews about RSPCA.
I had my dog examined by the vet to complete the cruciate ligament form late afternoon on 18 April and posted it the next day (Good Friday) in a post box outside my local post office.
I received a letter dated 5 May saying the form would not be accepted as it was received more than 14 days after examination date and I would have to visit my vet again at my cost and resubmit the form.
I called your office today and was informed the form was received 3 May ... 1 day after the 14 days allowed!
Surely there could be an allowance made for the Easter and Anzac Day public holidays with Australia Post delivery times?
I do not have access to a fax and was only told today that it is possible to email the form (which is not stated on the form).
I’m really not happy with having to pay another examination fee when through no fault of mine the form arrived 24 hours after the designated time frame!
Can you please reconsider before I have to visit the vet tomorrow evening for another examination?

6 answers
GenevieveC
GenevieveC

I think that your insurance company should pay you as well and do not go to the vet because really, if you can keep your animal in good health, it is better than going to the vet. They only make money and good one at that.

RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Sue,
Thank you for reaching out to us. I am sorry to learn of your experience when submitting your cruciate ligament form. I would like the opportunity to look into this further for you. Can you please send your policy number in a private message together with your contact number and I will arrange for this to be escalated to our Customer Resolutions Officer.
Kind regards,
Tess

Sue Cooper
Sue Cooper

Thanks Tess
I’m not sure how to send a PM ?

Donna C.

Donna C.asked

I have a ultimate policy for my cat, but its now over $50 a fortnight!
I have made one small claim in the past 7years and got back $50!
I find these fortnightly payments extreme!
How do i cancel my policy? Is there a penalty for cancelling before policy expires?

9 answers
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Donna,
Thank you for reaching out to us and I am sorry to hear that you wish to cancel your policy. I can arrange for a team member to contact you to discuss your request, if you could please private message me your policy number together with your contact details. Alternatively, you can contact our customer service team on 1300 855 150 Monday - Friday 8am - 8pm (AEST).
Kind regards,
Tess

Kobie P.
Kobie P.

wow thats alot Donna, I am looking at getting RSCPA insurance but the ulitimate policy is only $30 per month or 738 a year before discount .. how quicky did it rise to $50 a month, sounds super high, especially if you only had one low claim ,...

Over 7 years the would be close to 7K in premiums i would guess.

Donna C.
Donna C.

Yes it was high! Didn’t really get any notification that it had increased either. I have since cancelled my policy and gone with green cross directly. Yep $7000 wasted!

Starfish

Starfishasked

What is the dollar figure given to RSPCA? it says only 'up to' 10% of premiums in first year. What about years after that?

3 answers
RSPCA Pet Insurance
Benedict G.RSPCA Pet Insurance

Hi there, depending on your coverage type, up to 10% of your premiums go towards the RSPCA to support animals that aren't as lucky as your pets, for the first 12 months of your policy.

Starfish
Starfish

What about after the first 12 months?

L H.
L H.

Good question starfish, and up to 10% starts at 0%.

mary.lambert 197

mary.lambert 197asked

Can i make a claim before my dog is desexed has a ultrasound and blood test done its all going to cost me $1070?
thankyou

1 answer
RSPCA Pet Insurance
Benedict G.RSPCA Pet Insurance

Hi Mary, thanks for getting in touch. Your attending Vet must complete all sections on the claim form following your visit so your claim can be processed. As per your Product Disclosure Statement, elective treatments and procedures such as desexing and pre-anesthetic blood tests are not covered unless stated otherwise on your Certificate of Insurance. If you have any more questions, please refer to our attached policy booklet or provide us with your contact number via a private message and we can organise for a team member to contact you to discuss further. https://bit.ly/2rfCEul

Maria A

Maria Aasked

Do I have to pay the vet the full amount up front then get a refund?

1 answer
RSPCA Pet Insurance
Greenstone F.RSPCA Pet Insurance

Hi Maria, thanks for your enquiry. You will need to pay the vet up-front and you can then claim up to 80% reimbursement for covered items.

Nay88

Nay88asked

I have had RSPCA pet insurance for less than 30 days and I would like to cancel it how do I do that?

4 answers
RSPCA Pet Insurance
Greenstone F.RSPCA Pet Insurance

Hello, please call our team on 1300 881 492 thanks.

Kurt
Kurt

I canceled 4 times verbal, but the "Lady " just ignored me and it ! so: I went to my BANK and told them : that, that Insurence can`t never,ever take Money out of my Account and they where blocked and cancelled ! after that RSPCA send me threatening email`s etc. that they will blacklist me or.. and no other Insurance company will ever accept me !! I didn`t react, I just thought f y self and the "other" Insurance company just laugh about it when I told them and insured my Dog straight away without any Problems

Kurt - this is terrible shocking service

Aaron

Aaronasked

How long does it take to be notified after a claim is made?

1 answer
RSPCA Pet Insurance
RitchieRSPCA Pet Insurance

Hi Aaron, thanks for the message. Each case is different. Have you submitted your claim? If you would like, we can have a member of the Claims Team contact you and give a status on your claim. Please send us your policy details in a private message on Facebook (https://www.facebook.com/RSPCAPetInsurance). Thank you.

Eve

Eveasked

On ultimate cover, is luxating patella covered?

2 answers
RSPCA Pet Insurance
Greenstone F.RSPCA Pet Insurance

Hi Eve, thanks for your enquiry. As per the terms and conditions of the policy booklet, patella luxations are are not covered in this policy.

Nick
Nick

Hi Eve I Don Not Know what Luxating patelle is but I am sure guys from RSPCE pet insurance do not know either so to be sure they always say no. If you ask them to point on the policy wording where it says that it is not covered , you will get no answer.
Nick

Sandy

Sandyasked

Thinking of cancelling our insurance for our rottweiler & Shepherd. We pay $80+ for 1 dog & $50+ for the other a month. It seems like a lot of money over time, especially if it goes up each year. What if we dont need to make a claim?Is it worth canceling & putting an amount away each month? If something does happen that needs vet care & you cant afford to pay upfront can RSPCA insurance work something out for you?

2 answers
Nickname
Nickname

If your dogs are on the highest cover and have been since they were young ( under7) it may be beneficial however I personally would pop money aside eah week as some vets offer vet pay.Thats like ezi pay for pet bills. Not once did I recieve one cent back for my dog Bells. So angry. You really need to read all the small print. Unless its a snake bite or hit by a car I see no value at all in basic cover RSPCA pet insurance. I only was able to afford it when she was 8. I thought it could help me from not making a decision based on finances as she grew up.Dental not covered. Skin conditions not covered. Stuff all covered. Hope this helps.

RSPCA Pet Insurance
Greenstone F.RSPCA Pet Insurance

Hi Sandy, thanks for your enquiry. With RSPCA Pet Insurance you are covered for up to 80% of the cost of eligible vet bills when your dog or cat is unexpectedly sick or injured. If you'd like further information about your policy or clarification on what is and isn't covered within the policy please call us on 1300 881 492.

Sean

Seanasked

Hi under what conditions and what policy is luxating patella covered?

1 answer
RSPCA Pet Insurance
Customer RelationsRSPCA Pet Insurance

Hi Sean, thanks for getting in touch. If you could please send us a private Facebook message with your contact details and the best time to call you, our Service Team would be happy to help answer your questions. Our Facebook page: https://www.facebook.com/RSPCAPetInsurance/

Nakita

Nakitaasked

Deceased Pet , unsure on how to remove details without calling RSPCA?

1 answer
RSPCA Pet Insurance
Greenstone F.RSPCA Pet Insurance

Hi Nakita, we'd like to extend our condolences on the passing of your pet. We do require to contact you to confirm your cancellation; if you could please share your policy details with us in a private message we will have a Service Manager contact you directly. If you'd like to contact us on Facebook you can find us at www.facebook.com/RSPCAPetInsurance thank you.

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